@mastersthesis{publication-8789,
	author={Rey, Priscila},
	editor={Hu, Daning},
	faculty={Faculty of Economics, Business Administration and Information Technology},
	institution={University of Zurich},
	pages=94,
	title={A service desk categorization model: providing status classification and Case-Based-Reasoning in a decision support system},
	year=2013,
}